Putu Puspita Sari Sastradi Putri, Cut Irna Setiawati


This research measured the effect of e-service quality on e-consumer satisfaction which has an impact on repurchase intention. This research aims to describe how the e-service quality conducted by e-commerce, named Bukalapak, affected e-consumer satisfaction, which will impact Bukalapak repurchase intention. This research uses quantitative methods with descriptive analysis. This research sampling technique was non-probability sampling and invited 150 respondents purchased on Bukalapak more than once as experience. Regarding data analysis techniques, this research used descriptive analysis and PLS-SEM analysis through SmartPLS 3.0 software. Based on description analysis, the e-service quality impacts e-consumer satisfaction since e-commerce provider has been provided programs such as the clear direction of giving comments and purchase feedback through online and application. Unfortunately, the repurchase intention on the e-commerce platform is below expectation (under sales). SEM-PLS results showed that e-service quality has a significant impact on e-consumer satisfaction in using e-commerce platforms. E-service quality has a significant impact on repurchase and e-consumer satisfaction has an impact on repurchase intention in using Bukalapak. Based on the results, e-service quality impacts repurchase intention through e-consumer satisfaction as a mediating variable in e-commerce platforms.


E-Service Quality; E-Consumer Satisfaction; Repurchase Intention; E-commerce

Full Text:



Bukalapak. 2020. Tanya Jawab - Sekilas Bukalapak | Bukalapak. (n.d.). [Online]. From: https://www.bukalapak.com/bantuan/tentang-bukalapak1/sekilas-bukalapak12/sekilas-bukalapak. [November 17, 2020].

Collier, Joel and C. Bienstock. 2006. Measuring Service Quality in E-Retailing. Journal of Service Research. 8. 260-275. 10.1177/1094670505278867.

Demirkan, H., Spohrer, J.C. and Krishna, V. 2011. The Science of Service Systems, Service Science: Research and Innovations in the Service Economy. Springer Science+Business Media, LLC, USA.

Keiningham, T. L., B. Cooil, T. W. Andreassen, and L. Aksoy. 2007. A Longitudinal Examination of Net Promoter and Firm Revenue Growth. Journal of Marketing American Marketing Association ISSN. 71. 39-51. 10.1509/jmkg.71.3.39.

Lasyakka, Bintang. 2015. Faktor-Faktor Kualitas Eservice yang Berpengaruh terhadap Perceived Value pads Website E-Commere Layada.co.id (Studi Pada Warga Lingkungan Rw.3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang). Jurnal Administrasi Bisnis (JAB) Vol. 24 No. 2 Juli 2015.

Nisar, T. M. and Prabhakar, G. 2017. What Factors Determine E-Satisfaction and Consumer Spending in E-Commerce Retailing?. Journal of Retailing and Consumer Services, 39(May), 135–144.

Oman, B., Pepur, M., and Arnerić, J. 2016. The Impact of Service Quality and Sport-Team Identification on The Repurchase Intention. Management - Journal of Contemporary Management Issues, 21(1), 19–46.

Parasuraman, Zeithaml, V. A., and L. L. B. 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol 64 (1), pp 12-37.

Ramadhan, A. G. and Santosa, S. B. 2017. Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Citra Merek terhadap Minat Beli Ulang pada Sepatu Nike Running di Semarang melalui Kepuasan Pelanggan sebagai Variabel Intervening. Diponegoro Journal of Management, 6(1), 1–12.

Sarwono, J. and Narimawati. 2015. Membuat Skripsi, Tesis dan Desertasi dengan Partial Least Square SEM. In T. Arie (Ed.), Membuat Skripsi, Tesis dan Desertasi dengan Partial Least Square SEM (p. 28). Penerbit Andi Yogyakarta.

Sugiyono. 2017. Metode Penelitian Kuantitatif & Kualitatif. In Journal of Experimental Psychology: General.

Szymanski, D. M. and Hise, R. T. 2000. E-Satisfaction: An Initial Examination. Journal of Retailing, 76(3), 309–322.

Tambusai, S. R. K., Suharyono, and Pangestuti, E. 2019. Pengaruh Eservice Quality dan Erecovery Service Quality Terhadap Perceived Value , Ecustomer Satisfaction dan Ecustomer Loyalty ( Studi Pada Pelanggan Online Shopping di Website. Profit, 13(2), 73–80.

Tjiptono, Fandy and Gregorius Chandra. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.

DOI: http://dx.doi.org/10.21776/ub.jam.2021.019.04.11


  • There are currently no refbacks.